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Winchester Carpet & Rug

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Winchester Carpet & Rug Reviews (28)

Dear Mr Gallagher, Thank you for taking the time to inform us of the [redacted] ’s experience.? We take our reputation very seriously.? Rugs Direct prides itself on? providing excellent products and customer service, we have built our business around it,? and we wish to maintain positive relationships with all of our customers.? Our aim is to provide 100% customer satisfaction while providing the lowest prices possible on all of the products we representWe are working very hard to bring quality products and services to our customers Our Price Match policy may be found at the following address [redacted] I found the item on the [redacted] site but it also has listed for $and it is currently listed as out of stock We are in the process of revising the entire Price Match PolicyIt appears as though our team erred when quoting the reason for not matchingWe simply have to verify the competitor’s price and the items are identicalI would be more than happy to match the pricing based on our published policy if [redacted] is still interested in the item I? know his time is valuable and? I? do appreciate you taking the time to let us know the type of service he received ? Sincerely, ? Randy [redacted] @rugsdirect.com

Dear Mr Gallagher, Thank you for taking the time to inform us of the [redacted] ’s experience We take our reputation very seriously Rugs Direct prides itself on providing excellent products and customer service, we have built our business around it, and we wish to maintain positive relationships with all of our customers Our aim is to provide 100% customer satisfaction while providing the lowest prices possible on all of the products we representWe are working very hard to bring quality products and services to our customers Our Price Match policy may be found at the following address [redacted] I found the item on the [redacted] site but it also has listed for $and it is currently listed as out of stock We are in the process of revising the entire Price Match PolicyIt appears as though our team erred when quoting the reason for not matchingWe simply have to verify the competitor’s price and the items are identicalI would be more than happy to match the pricing based on our published policy if [redacted] is still interested in the item I know his time is valuable and I do appreciate you taking the time to let us know the type of service he received Sincerely, Randy [redacted] @rugsdirect.com

Complaint: [redacted] I am rejecting this response because:I submitted the inquiry on Saturday August 22nd Alexandra W***, promptly responded Monday August 24th at 10:Central I provided the link to the rug on [redacted] .com with the price of $ In her response to me she indicated that was below their cost and unable to offer at this price Today, the price was updated on the [redacted] .com website They did the research both days and were able to verify as I did on Monday[redacted] Model # [redacted] 8x11Internet # [redacted] Graphite ftx ftArea Rug Open Expanded ViewClick to Zoom $/eachCOLOR/FINISH: Graphite· RUG W X L X SHAPE8ft x 11ft, Rectangle [8ft x 11ft, Rectangle \/] Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: I find it insulting for you to insinuate I've done something to destroy my rugHad it been my fault I would accept that and throw the rug out and buy a new oneUnfortunately this is not the case and while you say it's not something that you've come across often in your industry this rug may have had a hole in it when it was rolled out that became more exposed as time went on from movement and the vacuum but that's not something I can prove as I would not have thought to take photos of a rug when I first received it in the event the quality was total garbageIt is not in an area where it has received any spillsI thought maybe it would have been the sunlight coming in from the higher windows in our living room, however I feel the rug should still have maintained quality for more than three monthsI felt your representative handled the situation poorlyI took a picture of the problem spotsI turned the rug around and covered the discoloration from whatever caused it with foot stools because it's frankly embarrassing and I refuse to settle that I spent my money on a faulty productIf you stood behind it and had a warranty in place I would not have taken alternative procedures to have my claim heard Regards, [redacted]

Dear [redacted] , Thank you for shopping at Rugs Direct and taking the time to inform us about your experience We take customer service and our reputation very seriouslyOur mission is to be the nation's most trusted and esteemed retailer for all types of area rugsOur goal is to provide 100% customer satisfaction while offering the lowest prices possible on the products we sellWe work hard to achieve our mission and goal Rugs Direct offers free shipping on all orders to the contiguous United StatesAs you now know, shipping a rug can be expensive In your case, we paid approximately $to deliver your order to you with no guarantee that you would keep itAccording to our Risk-Free Trial policy, you have days to try the rug in your homeIf you don’t want to keep it, we will take it back – no questions askedBut you are responsible for the return shipping chargesWe are very forthright about this and provide information regarding the policy numerous places on our website Unfortunately we have no control over what freight carriers charge for shippingWe, like you, are at their mercy and must pay their rates We would love to be able to offer free shipping on returnsHowever, our research tells us that most shoppers are considering several rugs for any given room If we were to offer free shipping on returns, each customer would most likely order several rugs, select one and have us pick up the others she did not choose This would be very expensive and, to be candid, the financial ramifications would be seriousIf we did pay for returns, we could not offer our customers the great prices they currently enjoy and they most likely would shop someplace elseI hope this makes sense and you appreciate our position as a responsible business in this matter As for the guarantee for being compensated, we will always provide you with a full return on the merchandise you purchase from Rugs DirectWe will also guarantee that we will provide you the best price possible I would also like to offer you “Free Return Shipping” on your next purchase from Rugs DirectIf for any reason you are not completely satisfied with the product you select, simply email me, [redacted] @RUGSDIRECT.COM , and I will have the item picked up from your home free of chargeThis offer is good one item only I know your time is valuable and I appreciate you letting us know your concerns I do hope you will give us another try Sincerely, Randy Randy K [redacted] President Rugs Direct

Complaint: [redacted] I am rejecting this response because: I submitted the inquiry on Saturday August 22nd Alexandra W***, promptly responded Monday August 24th at 10:Central I provided the link to the rug on [redacted] .com with the price of $ In her response to me she indicated that was below their cost and unable to offer at this price Today, the price was updated on the [redacted] .com website They did the research both days and were able to verify as I did on Monday [redacted] Model # [redacted] 8xInternet # [redacted] Graphite ftx ftArea Rug Open Expanded View Click to Zoom $/each COLOR/FINISH: Graphite · RUG W X L X SHAPE8ft x 11ft, Rectangle [8ft x 11ft, Rectangle \/] Regards, [redacted]

? Complaint: [redacted] I am rejecting this response because:I submitted the inquiry on Saturday August 22nd? Alexandra W***, promptly responded Monday August 24th at 10:Central? I provided the link to the rug on [redacted] .com with the price of $? In her response to me she indicated that was below their cost and unable to offer at this price? Today, the price was updated on the [redacted] .com website? They did the research both days and were able to verify as I did on Monday[redacted] Model # [redacted] 8x11Internet #? [redacted] Graphite ftx ftArea Rug? Open Expanded ViewClick to Zoom? ? $500.69? /eachCOLOR/FINISH: Graphite·? ? ? ? ? ? ? ? ? RUG W X L X SHAPE8ft x 11ft, Rectangle? [8ft x 11ft, Rectangle? \/] Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
I find it insulting for you to insinuate I've done something to destroy my rugHad it been my fault I would accept that and throw the rug out and buy a new oneUnfortunately this is not the case and while you say it's not something that you've come across often in your industry this rug may have had a hole in it when it was rolled out that became more exposed as time went on from movement and the vacuum but that's not something I can prove as I would not have thought to take photos of a rug when I first received it in the event the quality was total garbageIt is not in an area where it has received any spillsI thought maybe it would have been the sunlight coming in from the higher windows in our living room, however I feel the rug should still have maintained quality for more than three monthsI felt your representative handled the situation poorlyI took a picture of the problem spotsI turned the rug around and covered the discoloration from whatever caused it with foot stools because it's frankly embarrassing and I refuse to settle that I spent my money on a faulty productIf you stood behind it and had a warranty in place I would not have taken alternative procedures to have my claim heard.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Dear Mr
Gallagher,
Thank
you for taking the time to inform us of the
*** ***’s experience. We take our
reputation very seriously. Rugs Direct
prides itself
on providing excellent products
and customer service, we have built our business around it, and we
wish to maintain positive relationships with all of our customers. Our aim is to provide 100% customer
satisfaction while providing the lowest prices possible on all of the products
we representWe are working very hard to bring quality products and services
to our customers
Our Price Match
policy may be found at the following address
***
I found the
item on the *** *** site but it also has listed for $and it is currently
listed as out of stock
We are in the
process of revising the entire Price Match PolicyIt appears as though our
team erred when quoting the reason for not matchingWe simply have to verify
the competitor’s price and the items are identicalI would be more
than happy to match the pricing based on our published policy if *** ***
is still interested in the item
I know his
time is valuable and I do appreciate you taking the time to let us
know the type of service he received
Sincerely,
Randy
***@rugsdirect.com

I was able to confirm with Alex that she saw on *** *** as wellPlease contact Alex at your earliest convenience and we will gladly match the price according to our policy.Thank you,Randy

Thank you for the opportunity to respondDavid C***, CEO, has attempted to contact the customer regarding our price match policyHopefully the will connect soon.Please let me know if I can be of any further assistance.RandyRandy K***President*** ***

Dear, *** *** ***,
Thank you for
shopping Rugs Direct and for taking the time to inform me of your
experience. I certainly apologize
for the less than satisfactory service you received from our companyThis is
obviously not the standard that we have set for our team nor do we wish to
convey to our customers We take our
reputation very seriously. Rugs Direct
prides itself on providing excellent customer service, we have built our
business around it, and we wish to maintain positive relationships with
all of our customers.
I know
your time is valuable and I do appreciate you taking the time to let
us know the type of experience you received.
We would like to offer you an additional 20% off your next order or if
there is anything that we can do to earn your business back please do not
hesitate to let me know
Thank you
again for your time and I do hope you give us another try
Sincerely,
***
*** ***
President
Email: ***

Dear Mr
Gallagher,
Thank
you for taking the time to inform us of the
*** ***’s experience. We take our
reputation very seriously. Rugs Direct
prides itself
on providing excellent products
and customer service, we have built our business around it, and we
wish to maintain positive relationships with all of our customers. Our aim is to provide 100% customer
satisfaction while providing the lowest prices possible on all of the products
we representWe are working very hard to bring quality products and services
to our customers
Our Price Match
policy may be found at the following address
***
I found the
item on the *** *** site but it also has listed for $and it is currently
listed as out of stock
We are in the
process of revising the entire Price Match PolicyIt appears as though our
team erred when quoting the reason for not matchingWe simply have to verify
the competitor’s price and the items are identicalI would be more
than happy to match the pricing based on our published policy if *** ***
is still interested in the item
I know his
time is valuable and I do appreciate you taking the time to let us
know the type of service he received
Sincerely,
Randy
***@rugsdirect.com

Thank you for the opportunity to respond We take customer service and our reputation very seriouslyOur mission is to be the nation's most trusted and esteemed retailer for all types of area rugsOur goal is to provide 100% customer satisfaction while offering the lowest prices possible on the
products we sellWe work hard to achieve our mission and goalsRugs Direct stand behind every rug we sellEach rug comes with a full one-year manufacturer’s warrantyThis warrants the rug against manufacturing defects in workmanship or materials for a one (1) year period from the date of the original purchaseThe manufacturer will repair or replace, at its discretion, the rug without chargewear and tear is not warrantedUnfortunately, from the pictures in the case file, it appears as though the rug has been stained and has hole in it with discoloration around the holeIf one would arrive that way we would certainly replace it immediatelyThis is a difficult situation for usWe certainly want to do the right thingIt has been our experience that rugs do not spontaneously stain or generate holes without some outside forceIs the rug in an environment where it could have gotten wet, a spill, etc.? We wish to maintain positive relationships with all of our customer and would welcome the opportunity to review this issueIs it possible to send some better pictures of the “damage” and stains and some of the room the rug is in to my email, ***@rugsdirect.com?? Once received, we will review internally and with the manufacture again on your behalfSincerely, ? Randy Rugs Direct ***@rugsdirect.com

? Complaint: ***
I am rejecting this response because:I submitted the inquiry on Saturday August 22nd? Alexandra W***, promptly responded Monday August 24th at 10:Central? I provided the link to the rug on ***.com with the price of $? In her response to me she indicated that was below their cost and unable to offer at this price? Today, the price was updated on the ***.com website? They did the research both days and were able to verify as I did on Monday.***Model # *** 8x11Internet #? 203344572*** *** Graphite ftx ftArea Rug? Open Expanded ViewClick to Zoom? ? $500.69? /eachCOLOR/FINISH: Graphite·? ? ? ? ? ? ? ? ? RUG W X L X SHAPE8ft x 11ft, Rectangle? [8ft x 11ft, Rectangle? \/]
Regards,
*** ***

Dear Mr
Gallagher,
"text-autospace:none">Thank
you for taking the time to inform us of the
[redacted]'s experience. We take our
reputation very seriously. Rugs Direct
prides itself on providing excellent products
and customer service, we have built our business around it, and we
wish to maintain positive relationships with all of our customers. Our aim is to provide 100% customer
satisfaction while providing the lowest prices possible on all of the products
we representWe are working very hard to bring quality products and services
to our customers
Our Price Match
policy may be found at the following address
[redacted]
I found the
item on the [redacted] site but it also has listed for $and it is currently
listed as out of stock
We are in the
process of revising the entire Price Match PolicyIt appears as though our
team erred when quoting the reason for not matchingWe simply have to verify
the competitor's price and the items are identicalI would be more
than happy to match the pricing based on our published policy if [redacted]
is still interested in the item
I know his
time is valuable and I do appreciate you taking the time to let us
know the type of service he received
Sincerely,
Randy
[redacted]@rugsdirect.com

Dear [redacted],
",sans-serif">Thank you for
shopping at Rugs Direct and taking the time to inform us about your
experience. We take customer service and
our reputation very seriouslyOur mission is to be the nation's most trusted
and esteemed retailer for all types of area rugsOur goal is to provide 100%
customer satisfaction while offering the lowest prices possible on the products
we sellWe work hard to achieve our mission and goal
Rugs
Direct offers free shipping on all orders to the contiguous United StatesAs
you now know, shipping a rug can be expensive.
In your case, we paid approximately $to deliver your order
to you with no guarantee that you would keep itAccording to our Risk-Free
Trial policy, you have days to try the rug in your homeIf you don't want
to keep it, we will take it back – no questions askedBut you are responsible
for the return shipping chargesWe are very forthright about this and provide
information regarding the policy numerous places on our website
Unfortunately
we have no control over what freight carriers charge for shippingWe, like
you, are at their mercy and must pay their rates
We
would love to be able to offer free shipping on returnsHowever, our research
tells us that most shoppers are considering several rugs for any given
room. If we were to offer free shipping
on returns, each customer would most likely order several rugs, select one and
have us pick up the others she did not choose.
This would be very expensive and, to be candid, the financial ramifications
would be seriousIf we did pay for returns, we could not offer our customers
the great prices they currently enjoy and they most likely would shop someplace
elseI hope this makes sense and you appreciate our position as a responsible business
in this matter
As for the
guarantee for being compensated, we will always provide you with a full return
on the merchandise you purchase from Rugs DirectWe will also guarantee that
we will provide you the best price possible
I would also
like to offer you "Free Return Shipping" on your next purchase from Rugs
DirectIf for any reason you are not completely satisfied with the product you
select, simply email me, [redacted]@RUGSDIRECT.COM
, and I will have the item picked up from your home free of chargeThis offer
is good one item only
I know
your time is valuable and I appreciate you letting us know your
concerns. I do hope you will give us
another try
Sincerely,
Randy
Randy K[redacted]
President
Rugs Direct

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
I find it insulting for you to insinuate I've done something to destroy my rug. Had it been my fault I would accept that and throw the rug out and buy a new one. Unfortunately this is not the case and while you say it's not something that you've come across often in your industry this rug may have had a hole in it when it was rolled out that became more exposed as time went on from movement and the vacuum but that's not something I can prove as I would not have thought to take photos of a rug when I first received it in the event the quality was total garbage. It is not in an area where it has received any spills. I thought maybe it would have been the sunlight coming in from the higher windows in our living room, however I feel the rug should still have maintained quality for more than three months. I felt your representative handled the situation poorly. I took a picture of the problem spots. I turned the rug around and covered the discoloration from whatever caused it with foot stools because it's frankly embarrassing and I refuse to settle that I spent my money on a faulty product. If you stood behind it and had a warranty in place I would not have taken alternative procedures to have my claim heard. 
Regards,
[redacted]

Thank you for the opportunity to respond. We take customer service and our reputation very seriously. Our mission is to be the nation's most trusted and esteemed retailer for all types of area rugs. Our goal is to provide 100% customer satisfaction while offering the lowest prices possible on the...

products we sell. We work hard to achieve our mission and goals. Rugs Direct stand behind every rug we sell. Each rug comes with a full one-year manufacturer’s warranty. This warrants the rug against manufacturing defects in workmanship or materials for a one (1) year period from the date of the original purchase. The manufacturer will repair or replace, at its discretion, the rug without charge. Normal wear and tear is not warranted. Unfortunately, from the pictures in the case file, it appears as though the rug has been stained and has hole in it with discoloration around the hole. If one would arrive that way we would certainly replace it immediately. This is a difficult situation for us. We certainly want to do the right thing. It has been our experience that rugs do not spontaneously stain or generate holes without some outside force. Is the rug in an environment where it could have gotten wet, a spill, etc.? We wish to maintain positive relationships with all of our customer and would welcome the opportunity to review this issue. Is it possible to send some better pictures of the “damage” and stains and some of the room the rug is in to my email, [redacted]@rugsdirect.com?  Once received, we will review internally and with the manufacture again on your behalf. Sincerely,   Randy Rugs Direct [redacted]@rugsdirect.com

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Description: Carpet & Rug Dealers - New

Address: 116 Featherbed Lane, Winchester, Virginia, United States, 22601

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